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Cummins Inc. Service Advisor - Field Service - Mackay in Mackay, Australia

Service Advisor - Field Service - Mackay


Service Advisor – Field Service

Our culture believes in POWERING YOUR POTENTIAL . We provide global opportunities to develop your career, make your community a better place and work with today’s most innovative thinkers to solve the world’s toughest problems.

We believe in flexibility for you to explore your passions while making an impact through meaningful work within our inclusive workforce. That’s what #LifeAtCummins is all about.

We are looking for a talented Customer Service Advisor to join our Field Service team, supporting our field service technicians in the Mackay branch.

This role could suit a diesel mechanic wanting to come off the tools and expand their career or someone who has worked with mining clients in a site planning role. A passion and understanding for all things mechanical is essential.

This role serves as primary customer contact to promote quality customer service and increase business within the Mackay Branch.

In this role, you will make an impact in the following ways:

  • Delivering a first-class service to our customers across, automotive, mining and power generation

  • Working closely with our Service Technicians and Branch Service Management teams.

  • Being the first point of call for our customers

  • Dealing with customer queries, finding resolutions

  • Multitasking a variety of tasks and meeting deadlines

  • Ensuring the highest levels of safety and customer service

To be successful in this role you will need the following:

  • Mechanical trades qualified or automotive technician (light / heavy / engine recon) would be ideal

  • Relevant background as a service advisor within a similar industry

  • Excellent verbal and written communication skills 

  • The ability to prioritise conflicting tasks and experience in conflict resolution 

  • The ability to work individually or as part of a team 

  • Computer literacy (Word, Excel, Outlook) 

  • Diagnose customer complaints and develop troubleshooting plan

  • Analyze customer issues to verify root cause of failure/warranty administration

  • Technical aptitude and system savvy

  • Manage conflict

  • Building strong customer relationships and delivering customer centric solutions

  • Financial acumen

  • A genuine commitment to delivering the highest level of customer service 

Compensation and Benefits

Base hourly rate and bonus component. Salary continuance insurance. Discounts with select private health insurance, PC software/hardware and a range of vehicles. Annual remuneration reviews. A range of personal and professional benefits.

At Cummins, we are an equal opportunity employer dedicated to diversity in the workplace. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, colour, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law.



Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.

Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.

Manages conflict - Handling conflict situations effectively, with a minimum of noise.

Customer focus - Building strong customer relationships and delivering customer-centric solutions.

Warranty Process - Analyzes customer issues to verify root cause of failure and associated progressive damage using Cummins published service information; interprets the warranty administration manual to determine eligibility for coverage and claim requirements; identifies items associated with repair that can be covered and communicates to stakeholders; files a claim in the appropriate system using proper documentation and requirements to receive accurate settlement.

Service Documentation - Creates and verifies customer, equipment and technical information; captures specific data using required service tools; follows procedures and documents required information in the service management system in order to have an accurate record of the work done.

Action oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.

Directs work - Providing direction, delegating, and removing obstacles to get work done.

Service Information Process - Organizes product technical information by utilizing available resources including established systems, processes, tools, teams, and suppliers to deliver service information to a target audience; identifies and resolves emerging issues by breaking down complex processes, tools, systems, or agencies in order to prevent delays in the delivery of desired outcomes.

Service Capability, Capacity and Coverage - Applies the Service Capability, Capacity and Coverage process to understand customer expectations, business priorities, and where products are operating to provide capable and consistent service through available parts, information, tools, and qualified technicians according to published standards; analyzes service capability metrics to identify, prioritize and resolve channel development opportunities within the service network.

Education, Licenses, Certifications

High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.

This position may require licensing for compliance with export controls or sanctions regulations.


Requires significant previous relevant work experience; prior technical experience and/ or customer service experience is preferred.


Primary Location Australia-Queensland-Mackay-Australia, Mackay, Distributor BR 132

Job Type Experienced - Exempt / Office

Recruitment Job Type Office

Job Posting May 6, 2022, 3:17:17 AM

Unposting Date Ongoing

Organization Distribution Business

Req ID: 220001ZX